Senior HR Service Delivery Specialist

Overview About Toll Group

At Toll, we do more than just logistics – we move the businesses that move the world. Our 16,000 team members solve logistics, transport, and supply chain challenges for customers worldwide. We have supported customers for more than 130 years, with 500 sites in 27 markets and a forwarding network spanning 150 countries. We are part of Japan Post.

Division :

Human Resources Operations

Location : Penang

Reports to (position) :

Head of Global HR Operations

Role Summary Are you a proactive problem-solver with a passion for optimizing processes and delivering an exceptional employee experience? You will be a driving force in shaping how HR services are delivered globally — ensuring operational excellence, advancing HR systems (Workday, ServiceNow), and enabling seamless employee lifecycle experiences. You will partner closely with HR Business Partners and Centres of Excellence to streamline processes, champion digital solutions, and deliver people-focused HR services. This role is ideal for someone who thrives on improving processes and driving impactful HR transformation on a global scale.

Key Accountabilities

Drive ownership of HR lifecycle events (Performance Management, Engagement Surveys, Annual Reviews) with a strong focus on communications and support for senior leaders.

Act as a subject matter expert (SME) for HR processes and global HR service delivery projects, including Workday and ServiceNow enhancements.

Oversee HR portal content, HR communications, and knowledge management to enable self-service and AI-driven solutions in the future.

Partner with HR leadership to design and implement process improvements that enhance employee and manager experiences worldwide.

Ensure compliance with HR policies, governance, and global standards.

Serve as Tier 2 escalation point for complex HR queries, providing specialist advice and resolution.

Lead HR communication and change initiatives to increase case deflection and promote HR service adoption.

What You Will Bring

Proven experience in HR Operations / HR Shared Services / HR System roles.

Strong background in HR systems (Workday and / or ServiceNow experience is highly advantageous).

Track record of driving process excellence, automation, and service improvements.

Skilled in engaging senior leaders, managing projects, and delivering clear HR communications.

Analytical mindset with the ability to create and interpret reports / dashboards.

Proficiency in Microsoft Office (Word, Excel, PowerPoint).

Tertiary qualifications (degree or post-graduate) in Human Resources, Business, or related field.

What Moves You At Toll, you can play a vital role in delivering what matters. We support services in food, fuel, medicine, and rescue services to keep businesses and communities thriving. We embrace change as an opportunity to be curious, ask the right questions, and build meaningful connections. With a bold vision to expand our global reach, our 16,000+ people bring a passion for progress. We collaborate in friendly, caring teams, supported by approachable leaders who empower decision-making with impact. We offer industry-leading training and opportunities to grow alongside talented experts.

Note :

If you are excited about this role but don’t meet every qualification, we encourage you to apply anyway. We value a diverse, inclusive, and authentic workplace. If your past experience doesn’t align perfectly, you may be the right candidate for this or other roles we have coming up.

Equity and Inclusion

At Toll everyone is welcome including those of all ages, ethnicities, genders and abilities.

How to learn more

To learn more about us, visit eligibility

You must be entitled to work in Malaysia and be prepared to undertake pre-employment checks including a criminal history check and medical.

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